The company
Western Union is a global company that allows people to send money worldwide and pay bills online and in person.
I worked as a Senior Content Strategist at Western Union for over 5 years.
The project
Western Union has kiosks in several stores throughout the US and Mexico. This project focused on the retail kiosks found at Walgreens.
The current copy and design for our kiosks were devastatingly outdated and, at times, downright confusing. We needed a brand new design and new content that better helped our customers send and receive money in person.
The challenges
Retail kiosks have one downfall, they don’t come with customer service. Our current UI was confusing, and many people who tried to send money either could not or quit the flow halfway through.
I worked closely with the product manager and UX designer throughout the project. However, due to turnover, we had 3 different product managers during this rollout.
I also needed to be sure that any copy I wrote would look good when translated into Spanish.
The strategy
The results
The new copy and flow resulted in increased transfers sent in both the US and Mexico and a new project for Western Union, partnering with La Banque Postal, after which the kiosk was available in France. Find out more information on that project.